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Email Support
We will respond to all requests for support made by email within 4 working hours of the email being received at our Support Desk. We will, in all cases, endeavour to respond as soon as possible.
Telephone Support
We will respond to all requests for support made by telephone within 1 working hour of the
call being received at our Support Desk. As with email support, we will
endeavour to respond as soon as possible, with the vast majority of calls being
responded to within 15 minutes.
Remote Support & Fix
Where applicable we can, by the use of remote control software, take control of a desktop or server console to resolve a support issue, install or configure software or to provide user assistance. This facility is on an authorised basis only and all actions performed will be viewable from the system in question.
We will provide a quick and easy means by which the remote control facility can be activated.
Remote Configuration & Administration
We will undertake to perform all daily tasks usually performed by an on-site Network Administrator and will include but not
be limited to adding/configuring user accounts, altering security permissions, modifying e-mail accounts and changing backup schedules.
Application of Updates & Service Packs
We will, on a regular basis, ensure that any major updates or patches are
applied efficiently to supported file server(s). The primary customer contact
will be notified beforehand should the server require a restart or effect any
server operations.
Monthly System Statistics Report
In addition to providing support and administration, we will also compile and supply a monthly report outlining current systems health, support calls raised and closed during the month and any pending issues or recommendations.
Daily System Statistics Report
On a daily basis, we will collate various system statistics to identify potential issues and estimate lifetime of system resources. Trends will include, but are not limited to, available memory, disk space, Exchange database size and backup size.
Any issues of concern will be highlighted and forwarded to the primary customer contact.
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Immediate Notification of Critical Indicators
We will pro-actively monitor the network in a number of ways, which will enable us to foresee the majority of likely pending problems or bottlenecks. Wherever possible, identified issues will be emailed direct to
our support Helpdesk for further analysis and investigation with a view to avoiding unnecessary system downtime.
Issues considered to be critical will be communicated directly to the primary customer contact.
Network monitoring will include, but is not limited to backup jobs, anti-virus checks, disk space usage, event log errors and performance issues.
Quarterly Backup Strategy Review
Every 3 months, we will check the active backup procedures and make recommendations for change where necessary to provide a more suitable regime to protect the business during a disaster recovery scenario.
Technical Bulletins
Periodically, we will communicate with customers the latest information on security threats, industry developments and technical information which we feel is relevant to your business.
Desktop Support
We will provide a 1 hour response for any calls raised by telephone and a 4 hour response for any calls raised by e-mail during
our standard working hours. A nominated engineer will provided support via email, telephone and remote control technologies as appropriate.
We will undertake to assist in the resolution of errors or problems found during the operational aspect of the workstation and its software. Each raised support call will be allocated a criticality level depending on the perceived impact to the business and escalated either internally or externally as necessary to facilitate a timely resolution.
Network support provides a remote break-fix level of support for any desktop items listed in the contract and software support is limited to the approved Netmetix Software List.
Onsite Cover
In the rare event that an issue cannot be resolved remotely under the terms
of the support agreement, an engineer will attend onsite at no additional cost if necessary.
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